Job Role: Principal Associate IT
Work Location: Bengaluru, Karnataka, India
Work mode: Hybrid model 3days office in a week
Mandatory skills:
ITIL, IT Service Management, Change Management, BMC Helix, Process / Operational /Business Excellence, KPI Reporting, Continual service improvement (CSI).
Job Description:
The IT Service Quality & Reporting Engineer supports IT Service Management (ITSM) processes within Eurofins by monitoring service quality, generating accurate and timely reports, and assisting in continual service improvement initiatives. The role involves analysing KPIs, identifying improvement opportunities, and automating reporting processes. Strong analytical skills, ITIL knowledge, and hands-on experience with ITSM platforms such as BMC Helix are essential.
Required Skills & Competencies:
- Basic understanding of ITIL framework and ITSM principles.
- Hands-on experience with ITSM tools (BMC Helix preferred).
- Proficiency in MS Excel, MS PowerPoint, and reporting tools.
- Strong analytical and problem-solving skills with attention to detail.
- Good communication and documentation skills.
- Ability to work collaboratively in a global IT environment.
Qualifications:
- Bachelor鈥檚 degree in IT, Computer Science, or related field.
- ITIL V4 Foundation certification (preferred).
- 4-6 years of experience in IT Service Management or IT Operations.
Roles & Responsibilities:
- Service Quality Monitoring
- Track IT service performance against defined KPIs and SLAs.
- Maintain global IT service quality KPIs and prepare service review reports.
- Identify deviations and escalate issues for corrective actions.
- Continual Service Improvement (CSI)
- Analyze KPI trends to identify improvement opportunities.
- Maintain CSI logs and assist in implementing improvement actions.
- Support process audits and compliance checks.
- IT Reporting & Analytics
- Generate and distribute IT service performance dashboards and reports.
- Ensure accuracy and timeliness of reporting; automate routine reporting.
- Provide actionable insights through trend analysis and root cause identification.
- ITSM Process Support & Documentation
- Ensure adherence to ITIL-based processes (Incident, Problem, Change, Service Request).
- Provide operational support for ITSM tools (BMC Helix).
- Assist in preparing and maintaining documentation and process updates.